CONTEXT / SCOPE
The purpose of this SOP is to outline the specific details and steps that need to be taken in order to ensure that SMB accounts are successfully onboarded and adopted.
IMPACTED TEAMS
Digital CSMs
Core CSMs (Only if the assigned accounts are above 50 users, $500 USD MRR, or Standard/Premium Service Level)
GLOSSARY
CRED SOFT - Self-Managed Credentialing Software(Credentialing Software)
CRED SERV / FMC - Fully Managed Credentialing Service (Credentialing Service)
CSM – Customer Success Manager
LMS- Learning Management System
Opp - Opportunity (where RSM registers the process of sales and information about the purchased product.)
SF - Salesforce
TL - Team Lead
TABLE OF CONTENTS
What are SMBs?
SMB stands for Small Medical Business. In short, these accounts consist of businesses that are most likely fresh. An account categorized as an SMB could be under one of the following descriptions:
Start-ups
Small team
Unfamiliar to compliance requirements
Limited Budget
These are the main characteristics of an SMB account within MedTrainer:
Flat rate pricing of $250.00 dollars for up to 10 users.
Pricing moves to the rack rate at the 11th user.
The SMB Starter Package
These account, though having Learning and Compliance, have the following particularities:
What is included?
Compliance
Learning
Onboarding Call and Learning and Compliance Training, provided by the CSM
Policy Manuals
Compliance Open Forums
What is NOT included?
Consulting Services
Document Customizations
Uploading of Documents
Course Development (additional cost)
Dedicated Account Manager (admin will be referred to Support for any issues).
If admins reach out to the CSM that onboarded their account for support, the CSM will assist regardless.
Account Assignment
These accounts will be assigned as usual Learning and Compliance accounts and generally be considered a Basic service level account. If the account purchases a Standard or Premium service, the tasks to be done vary depending on the purchased service tier. Review with your TL so it can be handled accordingly.
This SOP will mainly pertain to Digital CSMs, but it may also involve Core CSMs if the assigned account falls under one or more of the following:
Has over 50 users
Has an MRR value over $500.00 USD MRR
Has purchased a Standard or Premium service.
The Onboarding Call
The assigned CSM will be responsible for Onboarding the account. Please proceed with the onboarding call process as stated in the MT-CS-002: Onboarding for Learning, Compliance and Credentialing Software AccountsSOP. Keep in mind that there are some slight differences in the process, so please ensure to use the https://docs.google.com/presentation/d/1rYmHVPixg6BjWWbCTrfuMAE2QsqAbPwNByWYsoIgvYw/edit?usp=sharing presentation.
The steps below can be found in the SOP above, but are recapped here for emphasis:
Immediately after the call (or as soon as possible the same day), send the onboarding call recap email, which shall include the your Outreach public calendar link (edited to the needed Adoption meeting type, to do this, please refer back to the MT-CS-014: Outreach Setup & Management SOP) and date reminders of the dates for upcoming training sessions. Please use the Outreach SMB Onboarding Call Recap Email Template.
Please remind the customer that the link to the Customer Launch Kit will be attached to this email as well.
Once the OB call has taken place, Enter the date in the “Onboarding Call Completed Date” field located in the onboarding object in SF.
Training Sessions
These training sessions will be provided the same way as when handling a Learning and Compliance account, following these SOPs:
The closing steps are also found in both training SOPs, however the closing steps are recapped here as follows:
A Recap for the Attendees.
Once the training session has been completed, send a training recap email using the Outreach Training Recap Email Template immediately after the training session (or at least before the end of day), and fill in necessary information such as:
Participants
Modules
Pending Subjects
Relevant Links
Our Customer Support Department
It is paramount to not only encourage, but reinforce the admin on the use of our Customer Support Department. Provide the contact information below:
Email: support@medtrainer.com
Phone number: 844.596.6553
The Support Module in the MedTrainer platform.
Note: Once all Learning and Compliance training sessions are completed, please send the admin the Outreach SMB Onboarding Completed Recap Email template, which also contains the Vimeo Overview Videos in the Guru Card.
Policy Manuals and Monthly Open Forums
Policy Manuals
The policy manuals that admins will use can be found at this link: https://drive.google.com/drive/folders/1vYtcBsbE9LNqpNezafN611WZ-WELQs1T?usp=share_link . Please remind admins that they can either make a folder copy in Google Drive or download the whole folder to their PC, as stated in Slide 8 of the https://docs.google.com/presentation/d/1rYmHVPixg6BjWWbCTrfuMAE2QsqAbPwNByWYsoIgvYw/edit?usp=sharing presentation.
Open Forums
This is covered in Slide 9 of the presentation above; however, these are the characteristics:
These consist of 30-min Compliance Discussions with peers, as well as Q&As.
They will take place every 1st Thursday of the month
Invitations to these meetings will be sent via email.
Adoption
CCSMs/SCSMs: Please follow the process specified in the https://medtrainer.atlassian.net/wiki/pages/resumedraft.action?draftId=4135616513&draftShareId=a3711c8d-3de8-4bf5-95fb-6db42e50e83cSOP.
DCSMs: Please follow the process stated in the MT-CS-020: Digital CSM Master SOP
Regardless of your segment, please fill out a SMB Adoption Checklist with the same criteria, but just regarding the Learning and Compliance Modules. Please make sure to make your own copy of this document, and avoid altering the original file. Since you will be including your admin’s feedback, it is better to upload the form right after the meeting takes place.
To export the file for upload, download it as a PDF file, and make sure to enable the settings shown below:
There is a section at the very bottom of the checklist, where you can add your admin’s feedback while presenting. This feedback should be included in the Adoption Object notes, but this is a suggested way to write them down during the meeting.
Make sure to have the meeting scheduled to take place 60 days after Onboarding is completed, following the steps found in the https://medtrainer.atlassian.net/wiki/pages/resumedraft.action?draftId=4159504610&draftShareId=12f6a5fa-018f-4afb-8a48-51ae87f171a8 SOP.
Once the meeting(s) takes place, make sure to ask probing questions, and take note of what the admin is saying (these notes will be added under Adoption Notes in the Opportunity). The key points to consider are:
Is engagement consistent? Consider the following scenarios:
Increasing engagement: We are exceeding expectations, be it our service, our system, or the overall experience we are providing to the admin. This is the perfect time to:
Revisit any sales opportunities that surfaced since the last follow-up meeting.
Evaluate and ask if the admin would like to be our reference. If they agree, update the Reference fields in the Salesforce account.
Decreasing Engagement: Are the admin’s needs still not being met? How can we match or, even better, exceed expectations? Touch base with the admin again regarding any of the following improvement scenarios:
CSM-Admin Relationship. Are we being more consistent with following up or providing assistance and responses in a timely manner? Do we have any pending tasks for the account that need to be taken care of?
The MT System:
Bugs. Check If the admin mentions any. If there are bug tickets being worked on, make sure to follow up with them to make sure they don’t stagnate.
Workflow Errors. This must be discussed and evaluated with the CSM Lead to see if anything can be requested to the Product and Development teams, as they have a pipeline.
Improvement and Personalization. These should also be discussed with the CSM Lead, as coordination with Product and Development is needed.
‼️ Provide the admin with realistic expectations for any of the cases above that apply.
Sales Opportunities. In this case, even though there might be some revenue loss, a swap or focus on a different service could be a better fit for the admin’s needs, hence a better long term fit for our partnership with them.
Account Internal/Organizational Issues: These are mostly outside of our control. In this case, what can be done is coordination and effective communication with the customer, so they can set up realistic expectations with us on what we can expect.